Saved replies
Saved replies are your own words for the things you say often: a thank-you for five stars, an apology for a long wait, an invitation to talk in private. They're a starting point, not a shortcut past the customer: pressing one puts the words in the reply box for you to read and change, and nothing is posted until you press Post.
Saved replies are part of every paid plan.
Using one
In the reply box, the Saved replies row offers the replies that suit the review's rating, most used first. Press one and its words appear in the box with the fill-ins completed for this review. If the box already has text, the saved reply is added beneath it. Change anything you like, then post.
Fill-ins
Write these in a saved reply and they're completed for each review:
| Fill-in | Becomes |
|---|---|
{first_name} |
The reviewer's first name ("Sam" from "Sam R."), or "there" when Google hides the reviewer. |
{reviewer} |
The reviewer's name as Google shows it. |
{location} |
The location's name as it appears on Google. |
{business} |
Your organization's name in StellaQuin. |
So "Thanks so much, {first_name}, for the five stars! See you again soon at {location}." becomes "Thanks so much, Sam, for the five stars! See you again soon at Corner Coffee Co."
In careful mode the name fill-ins are left out and the sentence tidied: the same saved reply becomes "Thanks so much for the five stars! See you again soon at Corner Coffee Co." One saved reply serves both modes; you never need two versions. See Careful mode.
Making one
Either from Settings → Saved replies → New saved reply, or from the reply box: Manage opens the same panel, and Save as saved reply opens it with the reply you've just written already filled in, the customer's name and the location turned back into fill-ins.
Each saved reply has:
- Title: what you'll see on the button, such as "Sorry about the wait". Up to 60 characters.
- The reply: the words, with any fill-ins. Up to 4,096 characters, Google's limit.
- Suits which ratings: press the stars it fits. A thank-you suits 4★ and 5★; an apology 1★ to 3★. Leave all unpressed and it's offered for every rating.
Edit changes one; the bin icon deletes it after asking. Up to 200 saved replies per organization.
Who can change them
Admins and location managers make, edit and delete saved replies; viewers see them but can't change them. Every change is noted in the Activity log.
Most used first
Each time a reply is posted that started from a saved reply, that saved reply's count goes up, and the list shows "used 12 times". The reply box offers the most used first, so the ones your team actually relies on are at hand.